multiple security checks, no replies to emails

I have been calling GEMS several times just to request for monthly contributions to be deducted directly from a bank account. Each time I call, my airtime gets exhausted. I sent an email query. According to their automated reply, these are responded to in 48 hours. It never happened. I made another call, I got cut off while still talking to the agent, I don't know why. I called today again. First I explain what I am calling for, as usual. Then I go through security checks, as usual. Then I get transferred to Contributions, as usual. Then I go through the same security questions, as usual. Then R30 airtime is depleted again even before I finish. Why can't I be transferred to Contributions in the first instance and then go through security questions once I am actually talking to someone in Contributions?